AccountId: 011433970860
ContactId: 0f162a7f-8240-485f-b772-83d157782b76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108319 ms
Total Talk Time (AGENT): 45137 ms
Total Talk Time (CUSTOMER): 33198 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/0f162a7f-8240-485f-b772-83d157782b76_20250616T13:37_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, hi, my name is [PII]. I'm calling on behalf of a hospital. I'm trying to verify a member's eligibility.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the name of the facility?
[CUSTOMER][NEUTRAL] Medical University Hospital.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII].
[CUSTOMER][NEUTRAL] It is policy 026.
[CUSTOMER][NEUTRAL] 24817.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][POSITIVE] Perfect, thank you, and you just need eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we have an effective date of [PII]. It is active at the moment and this is one of our limited hospital indemnity policy.
[CUSTOMER][NEUTRAL] Possible lending OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well thank you for calling APO. Have a good week.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.